Business ProfileforReclaimed Interiors

On 5/24/24 I was hired by *** to complete the fireplace surround and install the fireplace, along with a sliding barn door. 

In between being hired and completing the surround build I had installed the sliding barn door. There were some adjustments on the finish work but I had not yet completed the install of the door. I made sure to accomplish the finish work that he pointed out, regardless.

A time shortly after I had graphed out a drawing of the surround and had a verbal agreement by *** and his Wife that this was the desired outcome. This was based on a mix between an inspiration photo and matching trim in their home. There was no question in my mind that the desired outcome was different than the drawing because they had agreed to it.

After the agreement I proceeded to build the surround. As I was building the surround I kept *** updated on the process. The finished project photo, prior to install, was sent to *** and he said it had looked great.

On 6/25/24 I had the surround loaded up and ready to be en route to install. I received a call from *** stating he was not happy with the finished project. I expressed that there was a verbal agreement and I had been sending him progress photos with nothing but positive feedback. He was adamant about having the build to be different so I gave him a verbal change order amount of $750. He then offered $600 in which I declined. He then used fowl language at me and was very frustrated. The phone call ended shortly after. 

About 20 min later he called and apologized for his language and how he handled the situation. We agreed to have him come to my shop, which is my personal address, to look at the build and make adjustments. We came to an agreement and I let him know that due to certain build requirements since the build was almost completed, that I had to use some material I wasnt thrilled to use because Im well aware of wood expansion and movement and that I had to use pine to get the build where he wanted to. 

He agreed and I proceeded with the changes, which amounted to $150, a significant decrease in my original change order. 

On 6/26/24 I completed the install and the final result was a happy customer

on 7/15/25 *** said he couldnt get in touch with me so he showed up at my personal address and came into my garage with no verbal greeting that he was there. I never invite customers to my home so this was a surprise. I did get defensive due to this in which I regret. *** proceeded to show me photos of how the wood on the top was moving and the caulk was coming apart. I expressed that this was wood movement and is common and before I could say that I would come out to make the repairs he called my workmanship c*** and said he didnt get what he paid for. This resulted in a verbal argument from both sides. *** decided to use some choice words when I told him to leave my personal property or I would call the police. He proceeded to let me know he would call his attorney if I wasnt at his house within 24 hours.

I contacted *** and apologized for how the in person even transpired and offered to come out to repair the wood movement. There were a few spots where I was not happy with but overall I made the adjustments to the best of my knowledge and tools I have handy. Overall *** expressed some concerns but he referred a neighbor to me. We shook hands and parted ways.

I take this responsibility of how I handled a customer complaint in an improper manner and am fine tuning my personal growth so this doesnt result in the same way should a complaint arise in the future.